Engineer, Client Service Desk

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Job Description

Position Title

IPT Senior Escalation Engineer.

Practice

Cisco Managed Services

Location

Hyderabad

Position Purpose

As part of our Managed Services, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.

We are currently seeking an experienced IPT Senior Escalation Engineer. In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise and Unified Communications product suites. You will leverage your knowledge and experience with problem resolution of CVP applications, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:

• SIP protocols

• Voice Gateway support and administration

• Cisco CUBEs

• ICM (IPCC, CVP and CTIOS) support and administration (Optional)

• IP Telephony Solution Design and support

• Oracle ACME SBC support and administration (Optional)

Preferred Technical skills and Experience:

• 5 years’ experience configuring and supporting complex IPT solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS) and Oracle ACME.

• Strong experience troubleshooting Cisco Voice Gateways and Oracle ACME SBCs.

• UCCE (IPCC) Enterprise script, design, deployment and/or support experience

• SIP deployment and support experience

• Demonstrated ability to perform complex problem isolation within Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols

• Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLAN’s, Bandwidth modeling and VoIP infrastructures

• Experience configuring and troubleshooting Voice Gateways and SBCs.

• SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful

• Cisco Emergency Responder (CER)

• Leadership & Certifications:

· Cisco Certifications (i.e., CCNA, CCNP, CCIE, etc.,)

• Excellent documentation, presentation, and problem-solving skills

• Excellent communication skills and client-facing skills

• Provide mentoring and support to junior support staff members

• VOSS support and administration (Optional)

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.